Complaints

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In January 2022 I ordered and received kitchen cabinets from ***. Before ordering the question was asked of the salesman ***** if there is a problem with the cabinet opening as they go directly to the ceiling . He was direct in his answer that no they do them all the time and it is NOT a problem. The installation was completed and in a couple of months when the weather started to warm up, the ceiling sagged and I can no longer open the doors to the cabinets. When contacted, we reminded him of his answer that this is NOT a problem but he only stated that it is not a defect with the cabinet and therefore it is OUR problem. I have visited on many occasions and he always promises to talk to upper management but never contacts me back. I cannot be the only person this has happened too. I spoke with him today again and his only help is to have me contact their installers to see what they feel is a viable option to fix the problem. It would not be a problem if they had even said in the beginning that there is a possibility this could happen. It will now cost me extra funds to possibly have the doors shaved down and re-laminated. I feel they should help me with this situation but they say the cabinets are manufactured elsewhere and they can't help. I just don't want them to have an A rating when they will not help those they sell items to but won't help with problems.

  Business response

  09/20/2022

  To Whom It May ********************** visited *************************** on 9/8/2022 which was planned prior to her complaint on 9/6/2022.  This issue was a contractor problem not a product problem.  She came to us along with other family members trying to force the issue with us.  As the *** of Cabinets and Granite Direct, I went out to her property on 9/8/2022 along with the distributors rep to check out the issue and found that the installer was not an approved frameless cabinet installer nor had any knowledge of the product.  The contractor tried to get more money from **** that was well beyond a reasonable price to cut the doors down which I offered the same service at half the price to help out.  So we are not sure why this has become a claim on us and I hope the real complaint has been placed with her contractor.  Should you need any other information please feel free to contact me.  ************************* ************ Direct.
  
  
  Best Regards,
  *************************, ***
  Cabinets & Granite Direct.

  Customer response

  09/21/2022

   
  Complaint: 17926029
  
  I am rejecting this response because: First, I put the BBB complaint on as soon as I left the *** office on 9-6-22.  I was not contacted until later that day that they were finally going to have someone come out and at least look at my problem.  I was not made aware that *** was the *** of *** he just stated he was 30 years of installation experience when he came out.  I was aware of the cabinet rep, but my complaint was NEVER with the cabinets themselves.

  I never was told by the salesperson that you needed a certified installer for this type of cabinets.  My whole complaint centers on the fact that the salesperson did not give enough information, nor did he have enough knowledge of the product to answer direct questions regarding them.  The question was asked, answered incorrectly and then installed (incorrectly per *** which I wholeheartedly agree with).  No one at *** would help me come up with a solution.  As a widow, I was trying to get a resolution and definitley not a free fix.

  It was then left up to me to find a solution as the salesperson again, would not contact upper management as he stated.  This is why it escalated to this point.  

  But, *** did come out, see my problem, help me with a reasonable solution.  I am awaiting the reinstallation of the doors, which I will pay for and be extremely glad to put this complaint to rest with good results.
  
  Sincerely,
  
  ***************************

  Business response

  10/14/2022

  To Whom It May ************************ class="gmail_default" style="font-size: small; font-family: arial, helvetica, sans-serif;">
  

  We are working on resolving this matter in regards to Complaint ID# ********

  
  

  Once the doors are ready, we will reach out to customer to schedule the delivery. 

  
  

  Thank you, 

  
  

  Jasmine

  Customer response

  10/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩